About Us

The Victorian Civil and Administrative Tribunal (VCAT) is a justice service that resolves a wide range of disputes for the Victorian community, including renting, planning, and consumer disputes. VCAT is committed to delivering an accessible service for all Victorians and is transforming our digital products and services to make it faster, easier, and more convenient for people to come to the tribunal.

About the Role

The Tribunal Services Officer is a multi-functional role, involving a combination of remote work and onsite duties. The role serves as a first point of contact for members of the public engaging with VCAT, providing procedural advice, as well as administrative support to facilitate the prompt resolution of matters. You will play a key part in helping the community by responding to a variety of queries predominantly within a call centre environment.

The role is responsible for supporting VCAT users with enquiries, guiding them through VCAT processes and procedures, and ensuring the efficient operation of hearings. They manage escalated and complex enquiries and perform associated administrative functions. Duties include:

- providing high level customer service and support to all users engaging with VCAT
- providing expert information, including procedural and process advice
- identifying where Tribunal users require additional support and provide specialised service where appropriate or refer to specialised service providers
- responding to emotionally distressed or high-risk individuals, including managing challenging interactions with users experiencing acute stress, trauma or expressing thoughts of self-harm
- liaising with internal stakeholders and referring to other organisational areas to facilitate early resolution of matters




- maintaining accurate records of all interactions with VCAT users

This role requires a physical presence at VCAT's CBD location and supports flexible working arrangements.

Multiple roles are available

About You

The ideal candidates will have experience in providing frontline customer support within a high-demand, high pressure environment with strong communication skills and ability to engage with a diverse range of stakeholders, including highly distressed individuals.

You will be required to either have knowledge of VCAT's jurisdiction, processes and procedural requirements or the ability to quickly acquire this knowledge via comprehensive training.

You will be able to demonstrate:

- robust attention to detail skills
- ability to convey complex legal and regulatory information tailored to different audiences
- a strong commitment to exceptional customer service
- critical thinking and problem-solving skills
- proven cooperative skills, working well with others in pursuit of team goals
- a commitment to continuous learning and service improvements

Demonstrated experience within a call centre environment will be highly considered.

Benefits

- A strong sense of belonging to a collaborative team with strong support among colleagues.
- Access to purchase a 'fitness passport' supporting your health and wellbeing with access to gyms and pools at a discounted rate
- Flexible working options based on operational needs
- Career development opportunities





How to apply

Click the ‘Apply Now' button, ensuring you include the following in your application:

- resume
- a short cover letter

Other information

CSV is the employer of staff at Courts Group. CSV has a firm commitment through its Koori Employment Plan to increase participation of Aboriginal and Torres Strait Islander people across our workforce.

We value the unique backgrounds, experiences, and contributions that each person brings to our community and encourage and celebrate diversity. Those from the LGBTQIA+ community, women, people of all ages, with disabilities, culturally and linguistically diverse people, and those who are neurodiverse, are encouraged to apply.

We aim to create a workforce that reflects the community in which we live.

If you require adjustments to the recruitment and selection process or require an alternative format to any of the application material, please don't hesitate to email the contact person listed in the advertisement.

As part of our commitment to a safe and respectful workplace, CSV conduct pre-employment checks, including reference checks, police checks and misconduct screening. These checks are handled confidentially, with care and are a standard part of our hiring process to ensure the right fit for both candidates and Court Services Victoria.

Job details

Job Reference: VG/C00918C00931
Location: Melbourne - CBD
Work Type: Ongoing - full time
Job Function: Customer Service / Call Centre
Classification: VPSG3
Salary Range: $81,496 - $98,955
Job Duration: N/A
Date posted: 28-Sep-2026
Application Close Date: 08-Oct-2026
Attachments: (PDF, 364KB)
Position Description

Contact:

Ellen Collins

[email protected]

📌 Tribunal Services Officer (Call Centre Role) (Melbourne)
🏢 State Government Of Victoria
📍 Melbourne